Head of Revenue & Customer Success Journey

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    "description": "<p><span style=\"font-weight: bold\">About Taager</span></p>\n<p>Taager is the first B2B startup focused on social sellers- Merchants. We are democratizing the social e-commerce space by enabling budding as well as seasoned entrepreneurs to sell online with no required capital, inventory, or operational experience. We have our Merchants covered from merchandising, warehousing, shipping, cash collection and customer service.</p>\n<p><br></p>\n<p>In 2019 we started as a team of 8 people, now we are over 350 employees across Egypt, KSA and the UAE. We serve more than 34K social e-commerce sellers from incredibly diverse backgrounds – from students earning a part-time income to highly ambitious digital marketing experts looking to become solo entrepreneurs. The sellers on our platform benefit from access to 2,500+ highly marketable products. Our people are driven by our mission and motivated by our desire to deliver the most seamless customer experience to the sellers on our platform. With a continuous focus on quality and execution, we are changing the social e-commerce landscape in the MENA region!</p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Our Mission</span></p>\n<p>Our mission is to empower anyone to start and scale their e-commerce business.</p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Our Vision</span></p>\n<p>We envision a world where everyone has the opportunity to sell online, make a living and even get rich in an easy and low-risk environment. A world where the magic of technology becomes accessible to the most talented of Merchants.<br></p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Role Overview</span></p>\n<p><br></p>\n<p>As the <span style=\"font-weight: bold\">Head of End Customer Journey Success</span>, you will be the strategic owner of the post-purchase experience, owning the critical funnel from order placement through to final confirmation. In this high-impact leadership role, you will be responsible for transforming a traditional confirmation process into a revenue-generating engine.</p>\n<p>You will lead a high-performing, cross-functional team operating across automated, digital, and voice channels. Your core mission is to elevate our \"confirmation agents\" from operational roles to high-level closers who master objection handling, secure revenue, and drive conversion. If you are obsessed with funnel optimization, data-driven strategy, and leading teams to deliver exceptional results, this role is for you.</p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">What will you do:</span></p>\n<p><br></p>\n<ol>\n<li><span style=\"font-weight: bold\"> Strategic Funnel Ownership &amp; Revenue Optimization</span></li>\n</ol>\n<ul>\n<li>Redefine the post-order confirmation stage to function as an active sales stage, shifting the team's focus from mere validation to proactive selling and value reinforcement.</li>\n<li>Design and implement engagement funnels that leverage digital and automated channels to seamlessly guide customers from one stage to the next, maximizing conversion rates.</li>\n<li>Develop and execute a strategic roadmap to reduce cancellations, recover at-risk orders, and secure incremental revenue through high-impact objection handling.</li>\n</ul>\n<ol>\n<li><span style=\"font-weight: bold\"> Team Leadership &amp; Performance Management</span></li>\n</ol>\n<ul>\n<li>Lead, mentor, and scale a dynamic team managing omnichannel (voice, digital, automated) customer interactions.</li>\n<li>Drive a culture of high performance, continuous improvement, and accountability.</li>\n<li>Implement real-time coaching frameworks, motivation strategies, and performance management systems to achieve aggressive tele-sales and conversion targets.</li>\n</ul>\n<ol>\n<li><span style=\"font-weight: bold\"> Omnichannel Excellence</span></li>\n</ol>\n<ul>\n<li>Oversee the strategic balance between voice and non-voice communication channels (e.g., chat, WhatsApp) ensuring high engagement and conversion rates across all text-based platforms.</li>\n<li>Champion the use of contact center technologies and best practices to optimize workflows, agent efficiency, and the overall customer experience.</li>\n</ul>\n<ol>\n<li><span style=\"font-weight: bold\"> Data-Driven Decision Making</span></li>\n</ol>\n<ul>\n<li>Own the KPIs for the end-customer journey, including conversion rates, cancellation rates, agent productivity, and customer satisfaction.</li>\n<li>Utilize strong analytical skills to assess performance metrics, identify bottlenecks, and implement data-driven policies that enhance efficiency, seller satisfaction, and customer retention.</li>\n<li>Collaborate with cross-functional teams (e.g., Product, Operations, Seller Success) to scale the seller’s experience and align on overarching business goals.</li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold\">What will make you successful:</span></p>\n<ul>\n<li>7+ years of experience in leading high-throughput, omnichannel (inbound/outbound) customer experience or contact center operations, preferably within e-commerce, social commerce, or a high-growth tech environment.</li>\n<li>Proven track record of managing and scaling teams, with a focus on real-time coaching, motivation, and achieving aggressive tele-sales or conversion-based KPIs.</li>\n<li>Demonstrated success in building and optimizing engagement funnels that drive step-change improvements in conversion rates through a mix of digital, automated, and human-led interventions.</li>\n<li>Strong ability to interpret complex data, derive actionable insights, and implement data-driven strategies to solve operational challenges and improve performance.</li>\n<li>Exceptional communication and stakeholder management skills, with a proven ability to influence cross-functional teams and champion a customer-first culture.</li>\n<li> Deep familiarity with contact center technologies, tools, and best practices for omnichannel operations.</li>\n</ul>\n<p> </p>",
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